Customer Experience Manager

4 days ago


Owings Mills, Maryland, United States Brody Brothers Pest Control Full time
Job Title: Customer Experience Manager - Sales and Service

Job Summary:

We are seeking a highly skilled and experienced Customer Experience Manager to lead our team of Customer Service Leads and Representatives. This role will play a key part in both sales and customer service, focusing on managing customer service operations, driving sales performance, and ensuring successful sales strategies and customer satisfaction.

Key Responsibilities:

  • Lead by example, working alongside staff to support and build them up, embodying our service leadership philosophy: take care of your staff, and they will take care of you.
  • Mentor, coach, and motivate employees to deliver excellent customer service through monitoring, training, and feedback.
  • Develop, track, and refine call center goals, KPIs, and reporting processes to ensure sales targets are met or exceeded.
  • Monitor call volume for proper staffing and handle high-level service and technical queries.
  • Oversee daily tasks, update customer issues across teams, and ensure timely report submission.
  • Conduct performance reviews, manage HR documentation, and handle confidential information with discretion.
  • Foster a positive work environment with reward programs to enhance employee retention and resolve team barriers.
  • Serve as a backup for escalated customer issues and ensure optimized routes and communication equipment functionality.
  • Maintain accurate customer accounts and records of interactions, and participate in regular meetings with department managers.

Requirements:

  • High School Diploma or equivalent (required)
  • Bachelor's degree or equivalent combination of education and experience (preferred)
  • 3 years of supervisory experience
  • 7+ years of relevant customer service experience
  • SalesForce knowledge a plus
  • Management experience in a high-volume call-center environment (preferred)

Benefits:

  • Schedule: Monday-Friday, occasional Sundays (NO SATURDAYS)
  • Dental, vision, short-term disability, and life insurance: 100% covered by employer
  • 3 Medical insurance plans to choose from
  • 401k with employer match up to 3%
  • Bagel Wednesdays and Donut Fridays
  • Upbeat, friendly work environment
  • Stable company that is GROWING

About Us:

As a family-owned company serving Baltimore's pest control needs since 1984, we pride ourselves on our expertise and warm family atmosphere. We work hard to maintain a positive workplace where employees are able to learn, develop, and advance their careers while also providing our customers with excellent service.



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